We’re looking for a Technical Support Engineer to support our customers’ day-to-day success and ensure Reform’s automations run reliably at scale. You’ll serve as the frontline problem-solver for our customers: responding to inbound requests, diagnosing issues, ensuring automations are functioning correctly, and escalating or collaborating closely with Forward Deployed Engineers when deeper technical work is required.
This is a technical, customer-facing role ideal for someone who loves solving problems quickly and wants to work at the intersection of engineering and customer operations.
Responsibilities
- Own inbound customer support requests, triage issues, and resolve them quickly and accurately.
- Monitor and validate customer automations, ensuring they’re running reliably and identifying failures before customers do.
- Troubleshoot technical issues across workflows, integrations, and data pipelines; escalate when needed.
- Collaborate closely with Forward Deployed Engineers to diagnose root causes and deliver timely fixes.
- Document recurring issues, create internal runbooks, and share structured feedback to improve the platform.
- Help customers understand best practices and provide clear updates, explanations, and next steps.
Qualifications
- Strong communication skills and customer empathy in a B2B environment.
- Ability to troubleshoot and solve technical problems with urgency and precision.
- Comfortable reading code or technical logs (Python, Node.js, React — writing code is a bonus).
- Highly organized and detail-oriented with a bias toward action.
- Experience in logistics or a strong interest in learning the industry.
- Ability to thrive in a fast-paced, high-ownership environment.
Why join us
- Play a critical role in ensuring reliability for mission-critical logistics operations.
- Work directly with founders, Forward Deployed Engineers, and customers.
- Travel to customer sites and conferences for deeper operational understanding.
- Join a mission-driven team building foundational software for global trade.
- Comprehensive health, vision, and dental insurance.
